In-House Technical Support Specialist

Turbochef Technologies•Carrollton, TX

18d

About The Position

The In-House Technical Support Specialist provides advanced technical support to field service technicians, customers, and internal teams, serving as a subject matter expert in troubleshooting commercial foodservice equipment. The role diagnoses, documents, and helps resolve complex equipment issues, and acts as a key liaison among field technicians, engineering, warranty administration, customers, and external service providers to support timely, accurate resolution of technical concerns. The specialist analyzes service information, troubleshooting data, repair histories, service trends, warranty claims, and field feedback to identify root causes and recurring problems. They interpret technical documentation, recommend corrective actions and repair strategies, and record technical findings and resolutions. The role also involves substantial written and verbal communication, including managing a high volume of technical emails, providing phone support, preparing detailed technical communications, and sharing knowledge through training and consultation. Success requires strong technical aptitude, clear communication, sound analytical judgment, organization, attention to detail, and a commitment to continuous learning.

Requirements

High school diploma or GED required.
Minimum 3–5 years of technical service, field service, equipment repair, or technical support experience.
Strong electrical, mechanical, and troubleshooting aptitude.
Ability to diagnose complex equipment issues using logical problem-solving techniques.
Exceptional written and verbal communication skills.
Ability to communicate technical information clearly and professionally.
Strong email communication and documentation skills.
Proficiency with Microsoft Outlook, Excel, Word, Teams, and service management software.
Ability to read and interpret electrical schematics, wiring diagrams, and technical drawings.
Strong organizational skills and attention to detail.
Willingness to support a weekend schedule.
Ability to manage multiple priorities in a fast-paced environment.
Ability to travel.

Nice To Haves

Technical school education or an associate degree.

Responsibilities

Provide technical support to field service technicians performing diagnostics, maintenance, and repairs on commercial foodservice equipment.
Serve as an escalation resource for complex technical issues that cannot be resolved in the field.
Analyze service information, troubleshooting data, and repair histories to identify root causes of equipment failures.
Interpret wiring diagrams, schematics, service manuals, and other technical documentation.
Recommend corrective actions, replacement components, and repair strategies.
Document troubleshooting processes and technical resolutions to support continuous improvement initiatives.
Serve as the primary technical liaison between the company and field service organizations.
Communicate technical information clearly and effectively to people with varying levels of experience.
Participate in technical training programs and knowledge-sharing initiatives.
Manage a high volume of technical emails and provide professional, accurate, and timely responses.
Prepare detailed written communications about equipment performance, troubleshooting recommendations, and corrective actions.
Document technical findings accurately and in detail in service management systems.
Communicate with customers, technicians, management, engineering teams, and external service providers.
Provide verbal communication during phone support and technical consultations.
Investigate complex equipment issues and determine root causes through systematic analysis.
Evaluate service trends, warranty claims, and field feedback to identify recurring problems.
Use critical thinking and analytical skills to resolve unique and challenging service situations.
Review warranty claims for technical accuracy and compliance.
Participate in ongoing technical training and certification programs.
Continue learning to support evolving product lines and technologies.